Network Manager's Handbook

Contents
Preface

Part 1 Assembling the Infrastructure

Chapter 1 Role of the Communications Department
1.1 Introduction
1.2 Network Planning and Design
1.2.1 Responsibilities
1.2.2 Alternatives to In-House Staff
1.3 Network Management
1.3.1 Fault Detection
1.3.2 Maintenance Tracking
1.3.3 Performance Measurement
1.3.4 Configuration Management
1.3.5 Applications Management
1.3.6 Security
1.3.7 Inventory and Accounting
1.4 Help Desk
1.5 Administration
1.5.1 Moves, Adds, and Changes
1.5.2 Software Distribution and License Management
1.5.3 Network Backup and Data Recovery
1.6 Record Keeping
1.7 Training
1.8 Technical Support
1.9 Operations Management
1.10 Importance of Staff Continuity
1.11 Role of the CIO
1.12 Conclusion


Chapter 2 The Procurement Process
2.1 Introduction
2.2 Managing Change
2.3 Organizational Objectives
2.4 Needs Assessment
2.5 Selecting Potential Vendors
2.5.1 Financial and Credit Information
2.5.2 Product Development
2.5.3 Integration and Engineering
2.5.4 Quality Control
2.5.5 Interoperability Testing
2.5.6 Repair and Return
2.5.7 Customer Service
2.5.8 Technical Documentation
2.5.9 Customer Training
2.5.10 Primary Line of Business
2.5.11 Vendor References
2.5.12 Escrow Protection
2.6 Select the Vendor
2.7 The Action Plan
2.8 Feedback
2.9 Coping with Change
2.9.1 Tracking New Technologies
2.9.2 Pursuing New Products and Services
2.9.3 Selling Soft-Dollar Benefits
2.9.4 Pilot Testing
2.9.5 High-Impact Activities
2.10 Conclusion


Chapter 3 Writing the Request for Proposal
3.1 Introduction
3.2 Needs Assessment
3.3 General Information
3.3.1 Purpose
3.3.2 Scope
3.3.3 Schedule of Events
3.4 Contract Terms and Conditions
3.4.1 Liabilities
3.4.2 Mechanical Clauses
3.4.3 Technical Specifications
3.4.4 Project Support
3.4.5 Costs and Charges
3.4.6 Reliability and Warranty
3.4.7 Maintenance
3.4.8 Product Delivery
3.4.9 Rights and Options
3.4.10 Relocation
3.5 Proposal Specifications
3.5.1 Letter of Transmittal
3.5.2 Proposal Format and Content
3.6 Technical Requirements
3.6.1 General Considerations
3.6.2 Equipment Specifications
3.6.3 Appendixes
3.7 RFP Alternatives
3.8 Conclusion


Chapter 4 Financial Planning
4.1 Introduction
4.2 Asset versus Expense Management
4.3 The Planning Process
4.3.1 Needs Assessment
4.3.2 Calculating True Costs
4.3.3 Time Value of Money
4.3.4 Discounted Cash Flow Analysis
4.3.5 Impacts on Cash Flow
4.3.6 Loan Amortization
4.4 Return on Investment
4.5 Procurement Alternatives
4.5.1 Cash Purchase
4.5.2 Installment Loan
4.5.3 Leasing
4.5.4 Types of Leases
4.6 Financial Management of Communications
4.7 Requirements for Strategic Operation
4.8 Opportunity Assessment
4.8.1 Cost Reporting
4.8.2 Budgeting and Control
4.8.3 Financial Operations
4.8.4 How to Start
4.9 Assessing Vendor Stability
4.9.1Debt/Equity Ratio (Total Debt/Total Equity)
4.10 Conclusion


Chapter 5 Managing, Evaluating, and Scheduling Technical Staff
5.1 Introduction
5.2 Structuring the Setting
5.2.1 Making Time
5.2.2 Ensuring Privacy
5.2.3 Physical Setting
5.3 Managing the Process
5.3.1 Comfort
5.3.2 Rapport
5.3.3 Trust
5.4 A Closer Look At Bridging Skills
5.4.1 Body Language
5.4.2 Mental Attention
5.4.3 Respect
5.4.4 Invitations
5.4.5 Acknowledgments
5.5 Integrating the Information
5.5.1 Reflection
5.5.2 Self-Disclosure
5.5.3 Immediacy
5.5.4 Probing
5.5.5 Checking
5.5.6 Confrontation
5.6 Support
5.6.1 Problem Definition
5.6.2 Problem Ownership
5.6.3 Developing Action Plans
5.7 Withdrawal
5.7.1 Centering
5.7.2 Appreciation
5.8 Why Bother?
5.9 Staff Expectations
5.10 Employee Evaluations
5.10.1 Reasons to Evaluate
5.10.2 Information Gathering
5.10.3 Common Traps
5.10.4 Review Methods
5.10.5 Computerized Evaluation Tools
5.11 Computerized Scheduling Tools
5.12 Conclusion


Chapter 6 Outsourcing Infrastructure
6.1 Introduction
6.2 Reasons to Outsource
6.3 Approaches to Outsourcing
6.4 Outsourcing Trends
6.5 What to Outsource
6.6 Typical Outsourcing Services
6.6.1 Moves, Adds, Changes
6.6.2 Systems and Network Integration
6.6.3 Project Management
6.6.4 Trouble Ticket Administration
6.6.5 Management of Vendor-Carrier Relations
6.6.6 Maintenance, Repair, and Replacement
6.6.7 Disaster Recovery
6.6.8 Technology Migration Planning
6.6.9 Training
6.6.10 Equipment Leasing
6.6.11 LAN Administration and Management
6.6.12 WAN Administration and Management
6.6.13 Network Security
6.6.14 Enterprise Applications
6.7 Decision to Outsource
6.8 Vendor Evaluation Criteria
6.9 Structuring the Relationship
6.10 Negotiations
6.11 Conclusion


Part 2 Organizing Technology Assets


Chapter 7 Downsizing and Distributing Information Resources
7.1 Introduction
7.2 Benefits of Downsizing
7.3 Opportunity Assessment
7.3.1 Senior Management Perspective
7.3.2 Systems Designer Perspective
7.3.3 Systems Developer Perspective
7.3.4 Systems Designers and Developers
7.3.5 IT Management Perspective
7.4 Making the Transition
7.5 Distributed Processing Environment
7.5.1 Dedicated Application Servers
7.5.2 Minicomputers
7.5.3 Super Servers
7.5.4 Server Clusters
7.5.5 Mainframes
7.5.6 Client-Server
7.5.7 Thin-Client Architecture
7.5.8 Cooperative Processing
7.5.9 Peer-to-Peer Data Sharing
7.6 Transition Aids
7.6.1 Working with Objects
7.6.2 Working with CASE Tools
7.6.3 Distributed Network Management
7.6.4 Role of SNMP
7.7 Organizational Issues
7.7.1 Mainframe Mindset
7.7.2 PC Mindset
7.7.3 Addressing the "Soft" Issues
7.8 Implementation
7.8.1 Success Factors
7.8.2 Risk Factors
7.8.3 Setting Objective Criteria
7.9 Assuming a Leadership Role
7.10 Collocation Arrangements
7.11 Conclusion

Chapter 8 Network Service and Facility Selection
8.1 Introduction
8.2 Transmission Media
8.2.1 Twisted-Pair Wiring
8.2.2 Coaxial Cable
8.2.3 Optical Fiber
8.2.4 Wireless Communications
8.2.5 Broadband Wireless
8.2.6 Satellite
8.2.7 Free-Space Laser
8.3 Analog Services and Lines
8.4 Digital Subscriber Line
8.5 T-Carrier Facilities
8.6 Centrex
8.7 ISDN
8.8 Packet Data Services
8.8.1 Internet Protocol
8.8.2 Frame Relay
8.8.3 Asynchronous Transfer Mode
8.9 Bundled Services
8.9.1 Bundle Examples
8.9.2 Decision Criteria
8.10 Conclusion


Chapter 9 Systems Integration
9.1 Introduction
9.2 Systems Integration Defined
9.3 Role of Business Process Reengineering
9.3.1 Predecision Services
9.3.2 Preinstallation Services
9.3.3 Installation and Implementation Services
9.3.4 Postinstallation Services
9.3.5 Life Cycle Services
9.4 Types of Integrators
9.4.1 Data Communications Service Providers
9.4.2 Consultants
9.4.3 Information Technology Shops
9.4.4 Traditional Service Firms
9.4.5 Equipment Vendors, Vars, Distributors
9.5 Evaluation Criteria
9.5.1 Technological Leadership
9.5.2 Digital Transport Systems
9.5.3 Network Design
9.5.4 Microwave and Fiber-Optic Interfacing
9.5.5 Network Management
9.5.6 Project Management
9.5.7 Facilities Engineering
9.5.8 Carrier Services and Pricing
9.5.9 Telco Practices and Procedures
9.5.10 Contemporary and Future Technologies
9.5.11 Project Pricing Considerations
9.6 Alternative Arrangements
9.7 Conclusion


Chapter 10 Help Desk Operations
10.1 Introduction
10.2 Help Desk Functions
10.3 Types of Help Desks
10.4 Help Desk Installation
10.5 Infrastructure Requirements
10.6 Operation
10.6.1 Remote Control Software
10.6.2 Security
10.7 Staffing
10.8 Staff Responsibilities
10.9 Help Desk Tools
10.10 Role of Expert Systems
10.10.1 Intelligent Text Retrieval
10.10.2 Case Based Reasoning
10.10.3 Rule Based Expert Systems
10.10.4 Neural Networks
10.11 Delivering Support Via the Internet
10.12 Outsourcing the Help Desk
10.13 NMS-Integrated Help Desks
10.14 Conclusion


Chapter 11 Network Integration
11.1 Introduction
11.2 Internetworking Devices
11.2.1 Bridges
11.2.2 Routers
11.2.3 Gateways
11.3 Methods of Integration
11.3.1 Translation
11.3.2 Encapsulation
11.3.3 Segmentation
11.3.4 Emulation
11.3.5 Speed Matching
11.4 Terminal Emulation
11.5 SNA-LAN Integration
11.5.1 Integration Issues
11.5.2 Integration Approaches
11.5.3 Advanced Solutions
11.6 Outsourcing Network Integration
11.7 Conclusion


Chapter 12 Navigating Service Level Agreements
12.1 Introduction
12.2 Enterprise SLAs
12.2.1 Performance Baselining
12.2.2 SLA Development Considerations
12.2.3 SLA Components
12.2.4 Service Level Enforcement
12.3 Service Provider SLAs
12.3.1 Performance Metrics
12.3.2 Sample SLA
12.3.3 SLA Tools
12.4 Types of SLAs
12.4.1 Internet SLA
12.4.2 Collocation Services
12.4.3 Shared Hosting SLA
12.4.4 Managed Hosting Services
12.4.5 Web-Enabled Call Centers
12.4.6 Managed Firewall Services
12.5 Issues to Consider
12.6 Conclusion


Chapter 13 Technology Asset Management
13.1 Introduction
13.2 Types of Assets
13.2.1 Hardware Assets
13.2.2 Software Assets
13.2.3 Web-Based Asset Management
13.2.4 Network Assets
13.2.5 Cable Assets
13.3 Methods of Implementation
13.3.1 Stand-Alone Applications
13.3.2 Help Desk
13.3.3 Network Management Systems
13.3.4 Third-Party Subscription Services
13.4 The Cost of Asset Management
13.5 Standards
13.5.1 Desktop Management Task Force
13.5.2 Plug and Play
13.6 Conclusion


Part 3 Keeping the Network Healthy


Chapter 14 Maintenance and Support Planning
14.1 Introduction
14.2 Service and Support offerings
14.3 In-House Approach
14.3.1 Staffing Requirements
14.3.2 User Support
14.3.3 Technical Support
14.3.4 Operations Management
14.4 Reporting Requirements
14.5 Equipment Requirements
14.5.1 Spares Inventory
14.5.2 Test Equipment
14.5.3 Technical References
14.6 Vendor and Carrier Services
14.7 Third-Party Maintenance Firms
14.8 Cooperative Arrangements
14.9 Cabling and Rewiring Considerations
14.9.1 Premises Wiring
14.9.2 Treating the Cable Plant as an Asset
14.9.3 Cable Planning
14.10 Other Planning Activities
14.11 Conclusion



Chapter 15 Network Monitoring and Testing
15.1 Introduction
15.2 Protocol Analyzers
15.2.1 Features
15.3 Breakout Boxes
15.4 Bit Error Rate Testers
15.5 Analog Line Impairment Testers
15.6 DSL Testing
15.7 T-Carrier Testing
15.8 ISDN Testing
15.8.1 Physical Link Problems
15.8.2 Data Link Problems
15.8.3 Network Layer Problems
15.9 Digital Data Service Testing
15.10 Testing Frame Relay Networks
15.11 X.25 Testing
15.12 Testing ATM Networks
15.13 Conclusion


Chapter 16 Network Management
16.1 Introduction
16.2 Network Management System Functions
16.2.1 Topology Mapping
16.2.2 Administration
16.2.3 Performance Measurement
16.2.4 Control and Diagnostics
16.2.5 Configuration Management
16.2.6 Applications Management
16.2.7 Security
16.3 Network Management System
16.3.1 Simple Network Management Protocol
16.3.2 Management Information Base
16.3.3 Network Manager
16.4 SNMP Integration
16.4.1 Intelligent Hubs
16.4.2 Carrier Services
16.5 Remote Monitoring Management Information Base
16.5.1 Advantages of RMON
16.5.2 Remote Monitoring Applications
16.5.3 Ethernet Object Groups
16.5.4 Token Ring Extensions
16.6 RMON II
16.7 Conclusion


Chapter 17 Network Design and Optimization
17.1 Introduction
17.2 Data Acquisition
17.3 Network Simulation
17.4 Bill of Materials
17.5 Network Drawing Tools
17.6 Drawing Techniques
17.6.1 Device Library
17.6.2 Template Usage
17.7 Embedded Intelligence
17.8 Bandwidth Optimization
17.8.1 Approaches
17.8.2 Traffic Shaping
17.8.3 Load Balancing
17.8.4 Caching
17.8.5 Client-Aware Acceleration
17.8.6 Queuing
17.8.7 Outsourcing Content Delivery
17.9 Optimization Issues
17.10 New Directions
17.10.1 Differentiated Services
17.10.2 Multiprotocol Label Switching
17.11 Selection Criteria
17.12 Conclusion


Chapter 18 Managing Technology Transitions
18.1 Introduction
18.2 The Transition Plan
18.3 Transition Methodology
18.3.1 Participative Planning
18.3.2 Education
18.3.3 Develop Solution Design
18.3.4 Evaluating Alternatives
18.3.5 Risk Assessment
18.3.6 Project Time Line
18.4 Role of Outsourcing
18.5 Role of Process Reorganization
18.6 Topology Considerations
18.6.1 Impact on Existing Networks
18.6.2 Impact on Existing Applications
18.6.3 Performance Measurement Tools
18.7 Support Issues
18.7.1 Systems Reliability
18.7.2 Systems Integration
18.7.3 Training
18.8 Management
18.9 Conclusion


Part 4 Protecting the Business


Chapter 19 Network Security
19.1 Introduction
19.2 Risk Assessment
19.2.1 Securing the Work Environment
19.2.2 Securing the Network
19.3 Access Controls
19.3.1 Password Security
19.3.2 Single Point Log-On
19.4 Other Security Measures
19.4.1 Key and Card Systems
19.4.2 Biometrics
19.4.3 Disk and Drive Controls
19.5 Data Encryption
19.5.1 Symmetric versus Asymmetric
19.5.2 Digital Encryption Standard
19.6 Virus Protection
19.7 Firewalls
19.8 Remote Access Security
19.8.1 Security Measures
19.8.2 Callback Security Systems
19.8.3 Link Level Protocols
19.9 Policy-Based Security
19.10 Security Planning
19.11 Conclusion


Chapter 20 Business Continuity Planning
20.1 Introduction
20.2 Planning Process
20.3 Staff Roles
20.3.1 Overall Responsibilities
20.3.2 Project Initiation and Management
20.3.3 Risk Evaluation and Control
20.3.4 Business Impact Analysis
20.3.5 Develop Business Recovery Strategies
20.3.6 Emergency Response
20.3.7 Awareness and Training Programs
20.3.8 Maintenance and Testing
20.3.9 Crisis Coordination
20.3.10 Coordination with Local Authorities
20.4 Security Risk Assessment
20.4.1 Layered Approach
20.4.2 Security Benchmarks
20.4.3 Security Information Resources
20.5 Outsourcing Business Continuity
20.5.1 Enterprise Solutions Providers
20.5.2 Telecommunications Carriers
20.5.3 Storage Service Providers
20.6 Training
20.7 Development Tools
20.8 Conclusion
Index